01829pab a2200181 454500008004000000100002400040245009000064260000900154300001500163362001100178520124500189650002601434773004601460908000601506909001101512999001901523952010501542180718b2013   xxu||||| |||| 00| 0 eng d  aRyzin, Gregg G. Van  aAn experimental test of the expectancy-disconfirmation theory of citizen satisfaction  c2013  ap.597-614.  aSummer  aA number of prior studies have found evidence for the expectancy-disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on surveys (observational studies) and on subjective measures of expectations and performance, which are likely endogenous. Thus, the present study aimed to test the expectancy-disconfirmation theory of citizen satisfaction with public services using an experimental method. Participants in an Internet panel (N = 964) were randomly assigned to receive either low- or high-expectations statements from a hypothetical government official and to view either low- or high-performance street cleanliness photographs, in an online survey experiment. The findings are in line with previous research and generally confirm the core relationships in the theory, although the effect of expectations varied by age and political ideology. Because this study is a true randomized experiment, it provides better evidence than previous studies regarding the true causal nature of these relationships. - Reproduced.  aPublic administration  aJournal of Policy Analysis and Management  aN  a100800  c100799d100799  00104070aIIPAbIIPAd2018-07-19hVolume no: 32, Issue no: 3pAR101260r2018-07-19w2018-07-19yAR